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Microsoft Sr Supportability Program Manager 
Taiwan, Taoyuan City 
401532788

Yesterday
Qualifications

Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)

o OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, Accounting, Sales, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)

o OR 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).

Responsibilities

Responsibilities
Supportability:
• Proactively drive support experience improvement with relevant engineering leadership stakeholders, including influencing product improvements on the basis of customer feedback gathered from support channels.
• Lead your team to provide feedback based on case analysis to the engineering product team that feeds into reactive (e.g. bug fixes) as well as proactive/predictive (e.g. auto-healing) product development work to drive reduction in support volumes
• Utilize AI capabilities for creating automation and streamline manual activities to drive better efficiency.
• Construct an evidence-based business case for significant engineering changes required.
• Direct proactive and predictive measures (auto-healing, deflection, self-service automation), as well as reactive measures (bug fixes)
Beta/Release and Readiness:
• Engage early in the Software Development Lifecycle (SDLC) for new products, new feature releases and build knowledge for delivery on upcoming releases. Contribute valuable experience and IP to new service owners on how to design for supportability from day one.
• Drive your team to deliver release roadmaps and build comprehensive views of engineering release pipeline through engagement with the engineering product team. Ensure your beta team works closely with the Deployment services, Learning and Development teams to enable New Release Support Readiness.

Embedded Escalation Engineering:
• Use your experience to manage a team of highly skilled escalation engineers who are embedded with the product engineering teams. These are the key technical resources for the product, often possessing a stronger end-to-end view of the product than the engineering team. Create good processes and touchpoints to make sure the insights from these key resources are positioned with the product improvements for maximum effectiveness.
• Manage escalation engineers and coach them through leadership skills and the opportunities to exert their best-in-class technical skills and experiences to direct the long-term trajectory of the product itself and the service delivery teams who support it.